Freelance Senior Process Analyst - B2C Customer Journey

• Our client is a leading organisation in the Belgian telecommunications sector, currently strengthening its customer journey and process management team.
• The team is responsible for continuously improving the B2C customer journey, from the initial customer interaction through to installation and the first invoicing processes.
• We are looking for an experienced Freelance Senior Process Analyst to temporarily strengthen the team.

Jobomschrijving

As a Freelance Senior Process Analyst your responsibilities are: Analyse and design end-to-end B2C customer processes ; Map processes and user cases using BPMN ; Identify process pain points and improvement opportunities based on Voice of Customer feedback ; Work closely with Customer Journey and Customer Experience teams to align processes with customer expectations ; Coordinate with Business Analysts and IT to translate processes into system requirements ; Collaborate with Web, Sales and other internal stakeholders across the customer journey ; Manage several process improvement projects simultaneously, ideally around 2-3 projects at a time ; Challenge existing processes and define efficient future-state processes ; Follow-up the implementation and ensure the designed process is correctly translated into the operational solution ;

A successful Freelance Senior Process Analyst should have: Proven experience as a Process Analyst / Business Probcess Analyst ; Strong experience analysing and designing end-to-end business processes ; Good knowledge of BPMN; all processes within the organisation are documented using BPMN ; Experience working across Business, IT and operational teamsStrong understanding of customer journeys and B2C processes ; Comfortable analysing user cases and translating them into clear process requirements ; Experience working with Voice of Customer / customer feedback to improve processes ; Strong stakeholder management skills and ability to work across multiple departmentsStructured, analytical and pragmatic, with a strong continuous improvement mindset ; Fluent in French and English, Dutch is a plus ;